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Enterprise technology expert, Keytree has developed an interactive tool for food charity Plan Zheroes, to help address food waste in the fight against UK food poverty.

Launched today, Plan Zheroes’ new platform acts as a social network where relationships are built between food businesses and charities to ensure communication is quick and simple and food reaches those in need, safely and conveniently.

When an organisation has surplus food to donate, they can now sign into a secure site, upload their information, and nearby charities will instantly receive a notification of the available food. Charities can then claim the food online, and a network of local volunteers and transporters can help transport the food where required.

The platform is designed in a highly scalable way to grow with the charity.  It offers a complex mapping feature and hosts communities within a website to help build relationships between food businesses, charities, local community groups and volunteers to speed up the process of regular food giving.

 

“The platform is fully responsive from desktop down to smartphone, with all functionality available across devices.  We decided to create a responsive web solution to keep ongoing costs for the charity down so maintenance is done across a single platform rather than a website,” said Ian Jones, Principal Consultant, Keytree.

 

“It also works on all devices through either an iOS or Android app. We are now considering working on a standalone app and the use of SMS functionality to enable those volunteers without smartphones to also take part in the process.”

Whilst 13 million people are living in poverty in the UK, 650,000 tonnes of perfectly good food is thrown away by food businesses. Plan Zheroes seeks to address this by inspiring food businesses to give their surplus food to those who need it so it will never go to waste.

Maria Ana Neves, Co-founder and CEO of Plan Zheroes said: “Keytree has included some unique and highly innovative functionality to address a very complicated collaboration structure. The user experience and user-centric design is ideal for those who will use the site. The team also unlocked valuable insights such as bringing volunteers and transporters into the map and transforming the new platform into a social network.”

“The launch of our new platform is the important next step on our journey to fight food poverty and the devastating effect it is having on people in the UK. It allows a better connection between local networks of businesses, charities, volunteers and transporters, making the process simpler, quicker and more intuitive. With Keytree’s offer of pro bono help we can now further expand the network to support even more people in need of food.”

The Plan Zheroes website can be found at www.planzheroes.org

Plan Zheroes currently works with a wide range of food businesses - including restaurants, catering companies, cafes, food shops, schools, supermarkets, hotels and food markets – all of which can now register on the Plan Zheroes website and forge links with charities and local community group. Plan Zheroes partners include Borough Market, Paul UK, Le Pain Quotidien, Gail’s bakery, the Langham Hotel, catering company Squid & Pear and Budgens. Charity partners include Red Cross UK, Look Ahead, the Marylebone Project, New Horizon and The Abbey Centre.

 

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Resource Type: White Paper
Published by: mplsystems
Title: Meeting Customer Demand: Evaluation of the Top Three Customer Self-Service Technologies for Field Service
About: This white paper will explore the transitioning role of the customer in field service and how the proliferation and popularity of smartphone devices has created a demand for self-service technology in both B2B and B2C markets. It will discuss the different self-service technologies available and suggest how best to implement these solutions to ensure businesses are achieving a true end-to-end field service management solution.
Download: Download the white paper by clicking here   

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Overview:

Within the field service industry there is a growing focus on improving communication between the service desk and field engineer teams.

However, businesses are slowly realising that this type of technology can also be used to improve communications with clients, offering a low effort experience that not only increases visibility and loyalty but generates cost savings

Current use of self-service technology

The customer’s ability to arrange service calls or get status updates with a company is an important element of how a service organisation is viewed by its customers.

Given that the role of the consumer has largely changed over recent years due to the consumerisation of technology, customers are now expecting to be able to have more visibility and control when it comes to interacting with a business, especially with online self-service.

Taking Customer Self-Service Portals to the next level

As customers are given more visibility and control in other areas of business through online channels, they are expecting this control in all areas of life. Research carried out by US based consultancy, Software Advice, reported that whilst access to an online portal for self-service tasks such as scheduling and bill paying had the second-strongest positive impact on respondents’ likelihood to hire a field service company the data also indicated that an online portal could have the most negative impact in customers eyes.

It is clear that out of all the customer self-service technologies available, online portals are currently the most used within the industry, however the functionality of these portals is still quite limited and often do not provide the customer with the control they require.

 

One of the main problems that is limiting self-service portals providing the tools the customer needs is the lack of integration with existing business technology such as scheduling systems and field service engineer’s mobile device technology. This means that whilst the portal may provide the customer with basic information such as billing, service requests or appointment booking, they are often unable to make payments through the app, amend or cancel appointments or have real-time updates of their service delivery without human interaction.

Web Chat and Messaging

In a recent interview, Nicola Millard, BT’s Head of Customer Insight and Futures, references how web chat is set to become the dominant customer contact channel of the future. She comments, “Firstly, web chat is an immediate channel, like the phone, you can have a conversation. Secondly, the ability to manage multiple chat sessions means that the economics of chat is positive, assuming the volume is there. Thirdly, chat can be blended with other channels for example email and social media.”

However, whilst this channel is already being successfully implemented across many industry sectors, the field service industry has been somewhat slower in the uptake of web chat. Field service organisations have traditionally struggled to unite two key elements – the technical expertise of their field-based engineers with the availability of their service desks. Not surprisingly, engineers are always busy – either travelling to a customer location or already engaged onsite.

However, as the traditional browser based web chat extends to messaging on mobile devices, it becomes possible to bring field engineers, the service desk and customers together in a virtual world, despite location or device.

Business Clients Mobile Apps

Whilst mobile apps are helping transform operational efficiency for field workers, the extension of this technology to customers is still very limited.

 

Only 5% of organisations currently offer their customers mobile apps as a communication channel into the service desk. However, it is reported that over 50% of smartphone users chose apps over phoning a contact centre and this will continue to rise as the influence of generation Y and the proliferation and innovation of mobile devices continues. Mobile apps are a key technology in field service, but this mostly focuses around apps for engineers who are out in the field and need access to information from the service desk. But if we are able to provide engineers with integrated apps and scheduling capabilities, then why not offer this to business clients as a simple, quick way to check service requests, book appointments or access billing capabilities?

Integration and Interaction

There has been much talk around integration of field service management solutions to create a true end-to-end approach to the customer life cycle allowing full visibility across different areas of the company. However, when adding new technologies, such as customer self-service, businesses often overlook the importance of fully integrating this new technology with existing business systems.

On many occasions, businesses will introduce a third party supplier and then face multiple problems when trying to get each system to speak to each other. In the 2014 Field Service Software research report, it was confirmed that over a fifth of businesses were working with five or more providers to implement their field service technology.

Download the white paper by clicking here    

 

 

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Whether it’s buying a holiday, a car, or new gadget to play with I invariably check out reviews online and when ever possible I seek out the independent reviews written by regular folks like you and me...

Yes I know that these can be manipulated by the occasional misguided and naive marketeer or business owner (come on guys we can see through false reviews a mile off) but on the whole I find the process pretty much integral to my selection process.

I’ll also use them when selecting a field service company to come to my house and undertake some form of home maintenance. Plumbers, Electricians, Decorators etc.

Small businesses such as these have always held word of mouth close to their heart as without the resources to undertake a sophisticated marketing campaign recommendations are the lifeblood of their ongoing success. So for companies such as these the online reviews – the digital equivalent to a word of mouth recommendation are also vitally important.

Of course negative feedback has it’s value too and the savvy businesss owner will be abld to look at the recurring weaknesses and apply field service management tools like work order histories and intuitive scheduling and dispatching to try and continuously improve their service levels. By doing so they increase the chances of more positive reviews and therefore more business.

A sound theory for sure but does it actually stack up in practice?

To test the power of online reviews for SME home maintenance companies technology consultancy Software Advice surveyed home maintenance customers to determine how they used online reviews sites to select home maintenance companies and here we look at some of the key findings of the research.

Headline findings

• A majority of respondents (68 percent) say they find online reviews to be “extremely” or “very valuable” when evaluating residential service providers.
• The most important information respondents look for in online reviews is the quality of service provided (87 percent) and cost (78 percent).
• Fifty-six percent of respondents say they used online resources to find their most recent residential service provider.
• Eighty-six percent of respondents would pay more for a residential service provider with higher ratings and reviews.

Many Would Pay More for Well-Reviewed Service Provider

Perhaps the most interesting statistic that the findings unearthed was that cost was not the most significant factor in selecting a company to provide home maintenance. In fact an overwhelming majority of respondents said they would pay more for a service provider with higher rankings and better reviews, versus paying less for a provider that didn't.

In all, 86 percent of respondents said they would pay more, to some degree, for a service provider with more positive reviews. Clearly, there is real revenue-generating potential for businesses with positive online reviews.

“Consumers highly value their dollars spent, and are typically willing to pay a higher price for what they believe is a better service or product,” explains Chris Sullens, CEO of Marathon Data Systems.

“Word of mouth has [been], and always will be, one of the strongest points of persuasion for consumers; now it is just digitised, and they trust what other consumers have to say more than any marketing material they might see.”

In fact it is service standards that are being sought after the most form home maintenance providers when people are reviewing customer reviews and not cost.

Among respondents to the survey 87 percent were seeking information on the quality of services provided, while 78 percent were seeking pricing and cost information.

So whilst both are significant factors it is interesting that especially when it comes to inviting workmen into their homes they value service standards ahead of costs.

Ninety-Six Percent Find Online Reviews Moderately to Extremely Valuable

It’s also interesting to see that I am not alone in finding reviews helpful. In fact it is an almost universal habit with 96% of the respondents stating they found online reviews at least moderately valuable.

This can be broken down further with a quarter of all respondents finding the reviews ‘extremely valuable’ and just shy of half (43%) finding them very valuable.

Sullens commented the value of these online reviews stems from the snapshots they provide of businesses’ relationships with their customers.

“Putting an emphasis on customer relationships can certainly help,” he says. “If a business consistently provides high-quality services, competitive pricing and quote accuracy, positive word-of-mouth from satisfied customers will come easily.”

Some highly interesting findings there for sure and should you want to know more then you can read the full report at http://www.softwareadvice.com/field-service/industryview/online-reviews-report-2015/ 

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In this series we are tackling the topic of end to end field service and exploring the technology options across each stage of the service call lifecycle.

In part one we looked at taking that request, and in part two we focused on getting the right engineer to the right place at the right time.

Last time around we looked at selecting the right hardware for your field engineers and now in this the final feature in this series we look at what considerations should be put in place around the software we put on those devices.

There is also an accompanying white paper to this series which is available to download here

Tools to do the job  - Software

Having selected the device to empower your field engineers the next step is to select the right mobile software to make the most of that hardware.

Whilst there has been great strides forward with cross platform HTML5 applications a strong argument lies within a ‘native’ app approach where the application is specifically designed to work alongside your device’s operating system (OS).

A  strong argument lies within a ‘native’ app approach where the application is specifically designed to work alongside your device’s operating system (OS).Not only do native apps tend to be on the whole more aesthetically in line with the devices OS and therefore more intuitive for a user familiar with the OS but they are also able to take more advantage of the device’s capability – for example Near Field Communication.

 

There are of course numerous field service apps on the market, and as with office based systems the option to either sit within one platform or select a third party app is open to you. However, as with back office systems integration to your core ERP system is absolutely vital.

The whole point of moving your field workers onto a mobile device is to streamline processes and therefore communication between your office system and your team in the field must also be seamless.

As with all of the discussions so far again understanding your field engineers workflow is at the core of successfully selecting a mobile app that enhances your field service engineers productivity.

However, a few of the more common requirements for field engineers include:

Health and safety regulations:

Whilst your field engineers may undertake the appropriate steps to ensure they are working safely each and every time they tackle a job.

For example an electrician knows to turn off the main power to a house before he changes a light fitting – he certainly wouldn’t forget to do it more than once!

However, by locking an app until the ‘switch mains off’ box is checked not only prompts your field engineer but also ensures he and your company are confirming to health and safety regulations.

Similarly there are stringent regulations in place regarding loan workers, so many field service apps have necessary steps in place to ensure your loan working field engineers are both safe and complying with these regulations.

Knowledge Bases

Perhaps one of the most valuable tools you can arm your field service engineers with is access to a wider knowledge base.

This can range from information on the device they have been sent to repair – it’s previous fault history for example, through to knowledge bases with videos and articles that describe faults the engineer may never have come across before, through to video conferencing where the engineer on the job is able to discuss a problem he is unable to resolve with a more experienced engineer in real time – something that is particularly useful for organisations who are servicing devices in remote locations for example.

Access to parts ordering and contracts

Whilst in an ideal world the diagnosis of the issue would have been made in the initial stages of arranging a service call, in reality in many instances the field service engineer will find the right solution is something different upon arrival at the site.

In this instance it is absolutely essential that he has clear visibility into spare parts inventory and has the ability to order the parts needed if required.

Having to go back to the office and go through a separate chain to get these parts means further frustration for your customer and wasted time and resources for your company.

Similarly if they need to carry work that exceeds a normal maintenance contract – for example if the device he has been sent out to repair has been used beyond it’s normal working parameters, then it is vital he has an understanding of the level of cover the contract offers. Remember a field engineer’s main focus is making things work again and he will be under pressure from your customers when on site. The last thing he will be thinking of is ‘is this covered by there SLA’. Unless of course it is clearly highlighted in front of him.

This also leads us on to the next element, the ability to either communicate with the sales team or create sales directly from the field.

 

A customer falling out of warranty is perhaps the easiest sell a company can have when the engineer is on site – as long as the engineer can show clear evidence that the repair falls out of the agreed contract.

If the engineer can simply add the charge onto the clients account there and then so he can go about resolving the issue then the sales process becomes both simple and effective.

Similarly as a trusted adviser the field service engineer is in a great position to upsell.

“I’ve fixed the problem with your printer and noticed your running low on toner and will probably run out within a week – shall I order some more for you” is one simple example and 99 times out of 100 the customer will surely say yes.

Order approval:

A critical functionality of any field service mobile app is to approve the work as soon as it is done.

By giving your field engineers the ability to have customers acknowledge the work carried out and having this data instantly recorded in your back office system you are not only able to gather information on your field service engineers productivity but also have clear documentation of your work being approved should any dispute arise between you and your customers.

Communicating back to HQ:

Of course order approval is not the only metric you can assess your field engineers  productivity on. Every interaction the field engineer makes with the app provides the opportunity for further data collection on both the engineer themselves and the customer.

For example – is the engineer spending longer on each job than is average amongst his peers – in which case is training required? What about the travel between each job? Is he taking longer than expected? Or is regularly making journeys in less time than you would expect – perhaps indicating he is driving over the speed limit?

What insight does he have into your customers? Has there been a change in personnel since the last company visit? Can your engineer update the CRM system? Perhaps anecdotally he hears that your customers are thinking of expanding – can he arrange for a member of the sales team to come and speak with your customer about how you can ease that process?

 

What about the device he’s working on? Is he seeing common faults at each customer he visits?

Could this result in a design improvement if fed back into R&D?

Important data is everywhere and there are few better equipped to collect it than a field service engineer. Giving them the right tools to transmit that data to the place it has most value is a crucial part of the field service mobile app.

Conclusion: Understand your engineers workflow.

As we mentioned at the very beginning of this white paper the introduction of the concept of end-to-end field service is both emerging and ill defined as yet.

What we have tried to achieve in this white paper is take you as a field service professional whether it be on the side of IT, business leadership or operations, through an end to end journey of how at each stage technology can play a part in streamlining your field service operations.

 

However, not only is the topic itself vast but so to are the resulting options and it is far too easy to end up making costly mistakes in such an environment.

Therefore it is absolutely key to develop a road map that plots your path to developing an end to end service management solution and the only place to start that road map is by stepping outside of your existing framework and understanding two key concepts.

Firstly what do your customers require from you in terms of service, and secondly what is your field engineers daily workflow?

Once you have an understanding of both of these questions then you are in position to build up your solution to enhance and improve these two areas.

It may seem like the longer path in the early stages, however, ultimately such an approach will take you where you need to be far more effectively.

There is also an accompanying white paper to this series which is available to download here

This series is sponsored by:

 

 

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DA Systems, a market leader in the provision of mission critical sameday courier software, has announced a unique offer to support sameday couriers affected by the collapse of City Link.

It is giving any courier with evidence of previous employment by City Link the opportunity to use Express completely free of charge and start trading as an independent courier business. Express is a new, cloud based software solution designed to run every aspect of a sameday courier operation, from job pricing and scheduling, to delivery route planning, with real-time parcel tracking and proof of delivery notifications to customers.

DA Systems’ offer of free access to Express for ex-City Link workers is worth over £400 and available to any courier presenting evidence of former employment or self-employment with City Link and wishing to establish a micro courier business. In return, they will have the opportunity to use Express completely free, for the first two months.

 

Using ACI Express will allow a courier to have access to a single, centralised and integrated system that has been specially designed to meet the changing needs of the time sensitive courier industry.  As a cloud based solution, no upfront investment is required, the system is web-based and can be accessed by any connected device.

“The advent of courier networks and steady demand for e-commerce fulfillment means there has never been a better time to set up in businesses and take control of their future. Rather than working for a single delivery provider, it might be more prudent to spread the risk and become self-employed. With free access to Express, they have the opportunity to give it a try for two months.” says David Upton, CEO of DA Systems.

Latest estimates suggest the courier market is now worth £7bn annually, which can be well served by entrepreneurial independent couriers.

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Resource Type: White Paper

Published by: Exel Computer Systems

Title: How do large Field Service companies gain competitive advantage?

About: Published by UK service management software and ERP provider Exel Computer Systems this white paper looks at some of the challenges that companies can face as their mobile workforce grows to significant size. Concisely written this white paper raises some interesting questions and provides some good advice both for companies with a large mobile workforce as well as those who foresee their organisation and thus their mobile workforce expanding in due course.

Download: Download the white paper by clicking here

Overview:

 Whilst many of the challenges for field service companies are shared regardless of company size or industry vertical, there are some challenges that appear specifically amongst those field service companies that operate with a larger mobile workforce.

 

Understanding these challenges and how to minimise their impact on your business operations is of course important for those field service managers and directors working for larger enterprises, however, it is also important for those managing smaller and medium businesses (particularly those with aspirations of growth) as the adoption of best practices now may mean your company can both potentially avoid such issues as you grow and also enable you to grow your organisation faster.

This white paper from Exel Computer Systems addresses some of these issues and offers some great insight into how to overcome them.

Topics include:

The need for clarity of data within larger field service organisation…

The larger the service team, the more data there is to be potentially collected and analysed by more people across the business. It is here that the often-overlooked area of reporting offers real competitive advantage.

The company which can quickly access its information in appropriate real-time, flexible formats, from multiple points across the business (from the board room to dispatch room) and, most importantly, which can also trust that information, has a real advantage over the company reliant on inflexible reports only accessible and understandable by a limited number of people within the organisation.

Not only is the former company able to be more responsive and agile at an individual job/asset level, it has the potential to be so at a strategic level by being able to analyse and spot any emerging trends and react accordingly. 

Maximising customer facing time

Another challenge facing large service teams centres around maximising customer facing time by intelligently scheduling the best use of each engineer.  [quote float="right"]As the size of the team increases, there is the potential to treat each engineer according to more generic rules which may work better some times and less well at others.

In smaller service teams, there are less engineers to manage and it is inherently easier to optimise their use. As the size of the team increases, there is the potential to treat each engineer according to more generic rules which may work better some times and less well at others.

 

When a company has an FSM system that provides the visibility and accuracy of data described above, each engineer can be treated on an individual basis by the user utilising the knowledge and data held within the system. Not only does this potentially increase the quantity of jobs achieved over a given time period, it also potentially increases the quality of customer service as the customer will invariably get a quicker response.

Greatly increased risk of stock obsolescence

There is also the not inconsiderable challenge of minimising mobile stock levels. A company of five mobile engineers requiring fully stocked vehicles compared to a fleet of 500 vehicles represents not just a vast difference in terms of tied up stock, it also represents a greatly increased risk of stock obsolescence. It is for this reason that companies with large field service teams are beginning to gain competitive advantage by building relationships with suppliers at a local level.

 

If successfully done, local suppliers can either work on an agile basis and replenish individual vehicles as and when required, or even arrange to deliver to a customer site to coincide with an engineer visit.

Improving diagnostics, remote repair and self repair

Companies with large service teams are beginning to gain competitive advantage by proactively encouraging customers to share what can often be mission critical data. One such example is in a service/repair context where customers can aid preliminary diagnostics by sending a picture or video of the asset/problem in question. In some cases, this is enough to enable a skilled service engineer to work remotely with the customer to resolve an issue much quicker than sending an engineer on-site. This can also be advantageous where different engineers have areas of specialist knowledge; an engineer on-site can instantly communicate with another engineer that may have more experience for advice and direction, again removing any unnecessary waiting.

 

For some companies where downtime of an asset can be measured in thousands or tens of thousands of pounds per minute, this is an advantage offering huge potential savings.
 

Download your copy of this white paper now!

 

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More than eight years ago, Artic Building Services decided to incorporate Tesseract’s service management software into their core services and company operations. It’s a partnership that’s gone from strength to strength ever since.

Founded in 1998, Artic Building Services specialise in providing engineering solutions for building services within the public and private sectors. They provide heating, ventilation, air conditioning, electrical, plumbing and security systems, major refurbishment works and even gardening services. Their broad base of customers ranges from large, multiple site hospitals and universities with residential engineers to small, single sites serviced by mobile teams.

Artic utilise the expertise of a vast workforce, including more than 50 field engineers, engineering managers, help desk operatives, accountants and secretaries. While they pride themselves in their diverse human skill set, what makes the whole operation run smoothly and efficiently is their computerised service management system – courtesy of Tesseract Service Centre.

Looking back - the old system!

Artic are responsible for looking after a full range of mechanical and electrical assets in the buildings of more than two hundred clients nationally. They deal with problems and breakdowns in air conditioning units, boilers, chillers and electrical, water and sanitation systems, and perform regular maintenance.

Eight years ago, before Tesseract came on board, Artic arranged and organised the attendance of their engineers manually.

“We wanted to be more efficient and develop with the ISO 9001 standards,” says Donna Peacock, Operations Manager of Artic Building Services. “We were seeking new clients, and certain companies wanted to know why we were better. They wanted to see it. Tesseract gave us the edge we needed to rise above our competitors.”

The Tesseract integration – the early days!

Clients would notify Artic of problems by phoning or emailing their office. Artic would then look at paper maps and telephone their engineers, deploying them on the basis of who was closest and their skill level.

Artic would log on to Tesseract’s browser-based web portal and record the call out. Numbers and timings generated by Tesseract Service Centre would allow Artic to track and monitor the status of the job. But manual operations and copious paperwork were still big features of the way Artic managed their functions.

For example, the engineers would be required to fill out a Field Service Report Pad, which the client would have to sign. They had to record the site name, the time they got there, the time they left, the problem, whether the problem was resolved, any parts needed and their mileage. Another form would also be completed if further works were needed.

 

“At that stage, Tesseract helped us track what was going on with a job and created purchase orders,” says Donna Peacock. “We required more from the database. We needed to completely streamline our processes for the benefit of both our clients and our engineers. Tesseract have accommodated that need. Over the years they have moulded their services to fit our requirements.”

Next Steps - Remote Engineer Access!

A revolutionary overhaul of Artic’s field processes came with the introduction of Tesseract’s Remote Engineer Access. Artic phased out the use of Field Service Report Pads and rolled out Personal Digital Assistants (PDAs) to their engineers instead. PDAs allow the engineers to log in remotely, view calls for dispatch, enter their service reports, raise parts requests and close completed jobs, amongst other functions. Engineers can also access Artic’s task list, namely the serialised products they are required to maintain.

This is where Artic encountered their first hurdle with the initial PDA models that were supplied.

“Our engineers do have problems with signal whilst working on their allocated jobs,” says Peacock. “This means they had trouble getting online to record the data they needed to on the old devices. We needed them to be able to work offline.”

 

So Tesseract developed a system that allowed Artic’s engineers to work offline, and a new, more advanced line of devices was rolled out. Now their engineers can work in completely signal-less areas and still log all their information, which is then recorded onto the system as soon as signal is restored.

“Some of our engineers loved the PDAs,” says Peacock. “Some took a bit longer to adjust. But now 98% of our engineers use the devices, and they’ve been really successful. Engineers can now have a job completed, invoiced and closed down in the same day, when before, using the paper system, it used to take a week. Sometimes a week and a half. The PDAs have made life at Artic so much easier and more efficient, which in turn means we’re able to better serve our clients.”

In addition, the ability to attach core Artic health, safety and industry compliance paperwork to a given job has reduced bureaucracy within the helpdesk. The process has given clients compliant, fluid and real-time data capture for their sites.

Other Benefits!

Instead of clients having to telephone Artic’s offices, Tesseract have installed Remote Client Access. Now clients can log onto the Tesseract system and enter the fault – be it a broken tap, a malfunctioning air conditioning unit or a toilet that won’t flush. They are able to track their own calls and monitor whether Artic are meeting their time limits by way of a ‘traffic light’ system. This saves time for Artic’s clients and Artic themselves.

 

Further integration of Tesseract’s service management software now allows Artic to use satellite navigation to deploy their engineers. It means they are able to identify any traffic issues and warn their engineers accordingly, which was impossible when they relied on paper maps.

Artic also use Tesseract’s Customer Asset Management tools and Parts Centre to monitor and maintain their client’s assets and generate purchase orders for parts. They use Tesseract’s Quote Centre to log quotes for potential new clients, enter client data and convert accepted quotes into new contracts, which are also managed through Tesseract.

Finally, Artic have developed a number of different reports within Tesseract. These help them with auditing and reporting to the Board on key commercial orders such as invoicing, sales, quoted further works, budgets, outstanding calls, profit and loss, outstanding calls and new sales prospects.

Ongoing Development!

As Artic are a service company, their driving force – and the key to their success – is to keep improving the way they operate. Currently they are looking into several features they would like to incorporate into their operations. These include automated email reports to clients when jobs are complete, and to managers so they know which jobs are outstanding.

They are also looking to make some tweaks to their task or asset list, and introduce a system for tracking and monitoring their fleet of vehicles.

“At present we are maintaining our vehicles by looking at a spreadsheet,” says Peacock. “We’d like to streamline this. We’d like to make sure all our vehicles are serviced, safe and up to spec through a live system instead. It’s one of the many things we’re looking into to make our processes even better than they are.”

A System That Works!

Over the past eight years, Artic have come to rely quite heavily on Tesseract, and their processes, output and customer service have continued to develop and improve as a result.

“The Tesseract system is not the only computerised service management system we have in place,” says Peacock. “But it is the hub of all our systems. We call it the ‘Alpha’.”

Tesseract’s service management software has now been a part of Artic for so long that Tesseract refer their new clients to Artic so they can see the entire system at work. Peacock says, “We will happily give them a demonstration. Show them why Tesseract are such an invaluable aid to any service company’s operations.”

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Research conducted by US based technology consultancy Software Advice has revealed that many field service companies—especially small to midsize residential service providers, such as cleaning services, pest control and plumbers are falling behind other business when it comes to the technology they deploy to run their operations on a day to day basis.

The research, which had well over 8,000 responses from random adults who have used residential services within the United States, identified that despite a wide range of software solutions designed specifically for field service being available, many companies have yet to adopt such modern systems.

Indeed a 2014 Software Advice field service BuyerView report indicated that 54 per cent of field service companies, that could be potential software buyers, are still using manual methods for managing their business. Similarly a Field Service News research report identified 48 per cent of companies were using manual tools.

The benefits of moving towards a digital workflow for field service companies are well documented (not least amongst these pages) however, the benefits for the customers of field service are also great and it is in this area that the Software Advice research focussed.

Here we explore some of the key findings of the research...

1. Customers are more likely to select a provider that can track their field service technicians.

The first area the survey addressed was how much more likely customers were to select a field service company based on the types of technology they use. The results showed that there was a positive correlation between the technology being implemented and the likelihood of gaining new business.

Well over half (58 per cent) of the respondents stated the use of technician tracking technology would “somewhat increase likelihood” to hire a field service company whilst over a quarter (28 per cent) stated it would “greatly increase likelihood” to hire that company.

Of course one of the main benefits of implementing this type of technology is that field service companies are able to provide far more accurate timeframes for the arrival of their field service operatives. In today’s busy world the difference between an accurate time slot or the traditional ‘some point between 8am and 6pm’ can be a huge benefit for customers.

According to Sam Pillar, CEO and co-founder at Jobber, one beneficial technician-tracking capability field service software may offer is geofencing. This technology acts quite literally like a digital “fence,” enabling businesses to set boundaries for service, create alerts upon entry and exit to and from these boundaries and automatically notify customers when their technician is nearby.

As Pillar explains, “If you're scheduled to do a job at 2 p.m., but at five minutes to 2 p.m., you’re still 10 miles away, you’d be able to automatically send a text message to a customer saying you’re going to be a little late."

In addition to improving customer experience and satisfaction, there are organizational benefits of integrating this tracking technology. “If [the technician says] that they were at a job and the customer says they weren’t, you can verify this; or, if they get in an accident, you can see exactly where they were,” Pillar explains.

2. Customer portals in field service are something we must get right

One of the most polarising sections of the research was the responses around customer portals.

Whilst access to an online portal for self-service tasks such as scheduling and bill paying had the second-strongest positive impact on respondents’ likelihood to hire a field service company the data also indicated that an online portal could have the most negative impact in customers eyes.

In fact 5 per cent of respondents indicated that having a customer portal function would "somewhat decrease" the likelihood of them selecting a company, whilst 12 per cent stated it would or "greatly decrease" the likelihood of hiring that company. Such mixed responses would suggest that when implemented properly online portals can enrich the customer experience—but when implemented poorly, they can severely detract from it.

 

Of those respondents who indicated a preference for customer portals, 55 per cent stated that they would use “online bill pay” more than any of the other functions listed. Another popular function was ‘online scheduling’ which exactly half of respondents indicated they would use.

3. Customer perception of technology in field service

The next section of the research focussed on consumers’ perception of how well field service companies were deploying technology and how this impacted on the customer experience.

41 per cent of respondents indicated that the companies they have hired previously had done an “average” job of using technology to improve the customer experience they deliver. 39 per cent stated their provider uses technology to improve their service offering either “somewhat” or “very well”. Leaving a minority who say in their experience field service providers leverages technology “poorly” to some degree.

It's clear that more customers have a positive experience with a field service provider's software than a negative one. Pillar elaborates on what a positive experience with field service software should look like.

“If we [software developers] are doing our job well in building great technology for these businesses [to use] in serving their customers, then we’re doing it in such a way that it stays out of the way,” he says. “The end consumer shouldn’t really notice. There shouldn’t be a situation where a field service technician is fumbling with an iPad or an Smart phone to try and get a bit of information recorded, or to pluck information about a job. It should be very quick and easy.”

 

If the proper use of software is invisible, it’s probably very apparent when a provider is not using software properly: Processes tend to be slower and more inconvenient for customers. As Pillar says, the right software offers real, operational improvements that benefit the business owner. And the end result of these improvements is better customer service.

“The end consumer sees the benefits in more efficient work; an industry that is, overall, faster and more competitive; and, ultimately, they should start seeing greater price competitiveness as a result, because [providers] are able to do more with less,” he adds.

You can read the full report from Software Advice for free by clicking here. 

 

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Service MAnagement software providers and scheduling experts IFS have looked at the numbers donr the calculations and identified that Santa’s sleigh travels at 25 times the speed of sound to deliver 120 million presents worldwide...

Every year Father Christmas sets off from his HQ in Lapland tasked with delivering presents to children the world over. As Santa is receiving more orders than ever before and client expectations are continually rising, IFS thought Santa could use an Elf Resource Planning system to help do things more efficiently.

Using Mobile Workforce Management software with dynamic scheduling, the Elf Resource Planning system calculated that Santa would need to travel at 19,210* mph from bedtime to sunrise in in order to travel the 144,000 miles required to deliver presents!

It turns out that Rudolph and team will need 3,660 tonnes of carrots to fuel them through the night. The reindeer, in turn, will pull over 180,000 tonnes of toys (and packaging) in the magic sleigh.

IFS Mobile Workforce Management with dynamic scheduling can be optimized by a number of criteria in order to increase profit, reduce cost and ensure service level agreement (SLA) compliance. Success stories with IFS Mobile Workforce Management include 15 percent reductions in travel and overtime costs, 40 percent improvement in technician productivity, and more than 20 percent improvements in SLA compliance and on-time delivery.

At the heart of IFS Mobile Workforce Management lies the IFS Dynamic Scheduling Engine(DSE), which is deployed around the world by more than 6,000 users to optimize the scheduling of all kinds of field resources from technicians to assets alike. It uses powerful algorithms to automate and optimize scheduling decisions based on configurable and reconfigurable business constraints, transforming a service operation into a more efficient profit center, all while delighting customers.

Calculating Santa’s optimal route using our scheduling engine required a number of assumptions to be made in order to arrive at the total of 120 million presents to be delivered:

• About one third of the world’s population are culturally Christian and thus celebrate Christmas
• Kids under three have no idea who Santa is and over eight they no longer believe in him. (Fact.)
• Assuming U.S. demographics hold true, about 10 percent of the population is this age range: so that’s 200 million potential believers worldwide
• Assuming 10 percent of kids work out the “Santa” situation sooner, 10 percent have parents that don’t uphold the Santa myth for ideological reasons, 10 percent who don’t uphold gift-giving for financial reasons and 10 percent who have different beliefs on Christmas – that leaves an estimated number of potential believers at 120 million.  Assuming two kids per family, that’s 60 million chimneys to squeeze down.

The route allows one minute per 10 million population, to unload at each country. Thus not all of Christmas Eve will be spent travelling: a lot of time is spent loading and unloading the magical sleigh. The actual distance travelled will be 144,000 miles assuming he needs to visit every country.

To see how IFS helped Santa this year, view the video or check out the route above. Follow the conversation on Twitter – search #IFS4Santa.

Many thanks for IFS for taking the time to improve CHristmas and share the findings with us all.

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